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What are the tools, technologies and strategies world-class marketers embrace for acquiring and retaining customers in a digital world?Buyer behavior is changing—today’s consumers are hyper-connected, on-the-go and have higher expectations for brands than ever before. Customer experience, including great UX design, has become a critical component. More than ever, acquiring and retaining customers is an exercise performed in a digital context. Success requires data-powered insights, CRM systems and tech stacks that can identify the most responsive audiences and optimize the best messages to move them through the purchase funnel. Discover powerful ways to drive demand and increase brand loyalty through real-time personalized payments, banking and e-commerce experiences.

Robert is a Partner in McKinsey's San Francisco Office and co-leads Customer Experience in Banking. Robert serves financial institutions on a range of topics, including customer experience, operations, risk, strategy and technology. Robert rejoined McKinsey in 2017 after 2+ years... Read More →